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ACADEMY OF BUSINESS TRAINING

Scheduled Webinars

Public Class and Webinar Schedules

Public Class Schedule

Monday March 23, 2105

Tuesday, April 7, 2015

Monday, May 25, 2015

Monday, June, 29, 2015

Class Outline

Introduction: Getting StartedWorkshop Objectives

Module One: Who We Are and What

We DoWho Are Customers?What Is Customer Service?Who Are Customer Service Providers?Module Two: Establishing Your AttitudeBe In the KnowBehavior that Turns-Off CustomersWhat Can You Do Right Away To Improve

Customer Service?Applying What You Have LearnedModule Three: Communication SkillsExcellent Service through Effective

EscalateDealing with VulgarityCoping with InsultsDealing with Legal and Physical ThreatsClosing: Wrapping Up

Customer Service Training Class

Each Student Receives:

A student manual or textbook for use during and after the class.

Instruction from an experienced business professional (minimum of 3 years) with at least five years in a corporate senior management position (CEO, President, COO, Vice President, CFO).

Real life exercises to support training materials.

Individual attention (classes are limited to four students).

Personalized Certificate of Completion.

Registration

Registering another Person

If you want to register for another person, click on the registration link and enter your information in the Billing Information section, uncheck the Student Information same as Billing Information box at the bottom of the form, then enter your student information. If you experience any difficulty with online checkout, please call customer service 24/7 at 888-632-2093.

Class Description

It is safe to say, most businesses you deal with fail to deliver superior customer service. No one was born knowing this skill...it is a learned trait.

How can you expect to deliver the kind of customer service that wows your customers if you do not train to do so? Poor or no customer service training can have a devastating impact on the bottom line. It costs you six times more to attract a new customer than it does to keep an existing one. A typical dissatisfied customer will tell eight to ten people about their problem. Seven of ten customers will do business with you again…if you resolve the complaint in their favor. If you resolve a complaint on the spot, 95% of customers will do business again. Of those customers who quit, 68% do so because of an attitude of indifference by the company or a specific individual.

Each and every one of us serves customers, whether we realize it or not. Maybe you're on the front lines of a company serving the people who buy your products. Perhaps you're an accountant serving the employees by producing their pay checks and keeping the company running. Maybe you're a company owner serving your staff and your customers.

The Customer Service class will look at all types of customers and how we can serve them better and improve ourselves in the process. You will be provided a strong skill set including in person and over the phone techniques, dealing with difficult customers, and generating return business.